Question on Service Bridge/Exchange issue being experienced

[MichelleC058418]

I am currently working through a Service Bridge/Exchange v2.2.6 integration with a customer.  We have an issue whereby where we "Provider" Close an Incident on our side, and we want the Consumer side to be updated to "Resolved" but the State remains as Work in Progress.  We have been advised that the Consumer side requires CSM for this to work but I can't see how that would be the case.  Wondering whether anyone has any insights that they could share on how this could be resolved.  Thank you

[Phillip Godwin]

No, the consumer does not require CSM for you to sync an incident and related fields.  The state field would need to be included in the Remote Task Definition as an outbound field on the provider with "sync when" set to "insert or update".

[MichelleC058418]

Thank you, very much appreciated

[MichelleC058418]

Thank you Phillip

[JackieErickson · Accepted solution]

What Phil said, plus you'd likely need a transform to map from your closed state value to the customers resolved state value. If you're mapping resolved to resolved and the state values match, then just the outbound field mapping in the remote task definition should be enough.